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Version: 5.10

New Features and Bug Fixes Voice

New Features​

This section lists new features in b+s Connects for Salesforce – CCE/CCX Editions.

FIN-14044 - Messaging for In-App and Web​

Requirements: Support Salesforce "Messaging for In-App and Web" feature (ref)

Solution Abstract: N/A

Limitation: N/A

Enhancements​

This section lists enhancements in b+s Connects for Salesforce – CCE/CCX Editions.

FIN-2464 - Make the assign button that links a WhatID or WhoID to the call log a different green and remain green for longer​

Requirements: Make the assign button that links a WhatID or WhoID to the call log a different green and remain green for longer

Solution Abstract: The "Assign now" button (chain icon), to link records to the call activity log, glows slightly green for a sec, then back to normal. If the agent isn't looking closely, they might not see if the link occurred. Resulting in multiple click or missed links. The button should be brighter green to show that the call activity is linked, and for a longer time. The same change should also be applied to the button, when the assignment fails (red button).

Limitation: N/A

FIN-5792 - As an agent, I want my voice channel to be automatically set to Not Ready when I work on non-interruptible Omni Channel tasks.​

Requirements: Set voice channel to not ready if agent is working on a non-interruptible Omni-Channel work

Solution Abstract: When an agent works on an Omni-Channel work, the voice channel in CCE/CCX must change into Not Ready state if the agents current primary workload exceeds a configured threshold. Using configuration, this feature can be enabled/disabled and the Not Ready reason code can be defined

Limitation: The agent state is only changed for the voice channel. Interruptible Omni-Channel work is not uses for the calculation.

FIN-10490 - As a Finesse admin, I want an easy way to find out the required URL which must be white-listed for CORS and CSP and VPN-less Finesse​

Requirements: Add an information box in the b+s Configuration under the Finesse section to display all the relevant URLs which must be white-listed on Cisco Finesse for CORS and CSP.

Solution Abstract: Retrieve the host URLs dynamically using the DomainCreator class

Limitation: N/A

FIN-14186 - As a Calabrio admin, I want an easy way to find out the required URL which must be white-listed for CORS and CSP on an on-prem deployment​

Requirements: Info box in the b+s Configuration, in section Calabrio On-Prem Settings, shows all the relevant URLs which must be white-listed on the Calabrio on-prem server for CORS and CSP.

Solution Abstract: See requirements.

Limitation: N/A

FIN-14247 - Make the Share Record button a different green and remain green for longer​

Requirements: Display a success or error icon with color 

Solution Abstract: Store states for Action Buttons in the browser's sessionStorage, implement a state handler to preserve a button's state after the gadget UI refresh

Limitation: N/A

FIN-14389 - Implement and Action buttons state handler to preserve the state of buttons on gadget UI reload​

Requirements: Store states for Action Buttons in the browser's sessionStorage

Solution Abstract: Implement a state handler to preserve a button's state after the gadget UI refresh

Limitation: N/A

FIN-14853 - As an agent I want to see only active users in Directory Search results, do not show inactive users​

Requirements: Reduce the amount of results to active users when performing Directory Search

Solution Abstract: Enhance the SOQL to filter out inactive users

Limitation: N/A

FIN-13975 - As a customer I don't want to see WCCAI error messages in the log​

Requirements: Remove confusing error messages in the log

Solution Abstract: Read settings and avoid trying to do connections to WCCAI service when the Tenant is not configured

Limitation: N/A

FIN-14267 - Calabrio Credentials message needs to cover the namespace too​

Requirements: Improve error message displayed to User in case Named Credential is misconfigured

Solution Abstract: Split existing error message and display the correct one

Limitation: N/A

FIN-14452 - As an Admin I want to have better label for "User Login Required" in Calabrio settings​

Requirements: Make label easy to read and understand

Solution Abstract: Reference hoteling user in label

Limitation: N/A

Bug Fixes​

This section lists priority 1 (Critical) and 2 (Major) issues that have been resolved in b+s Connects for Salesforce – CCE/CCX Edition but that may have been open in previous releases.

FIN-14302 - Agent is not able to request Wrap-Up during a call​

Symptom: "Uncaught TypeError: requestWrapup is not a function" error message is displayed in browser console.

Conditions: Agent has Wrap-Up optional, no Wrap-Up reasons and request Wrap-Up button is clicked.

Workaround: Assign at least one Wrap-Up reason to the agent.

Further Problem Description: N/A

FIN-14365 - Assign users to b+s Connects Configuration - hangs and times out​

Symptom: "Assign users to b+s Connects Configuration" page hangs and times out

Conditions: High number of active non-standard users are present in the SF Org and not yet assigned to the b+s Configuration record

Workaround: N/A

Further Problem Description: This bug was fixed in patch release 5.9.3

FIN-14367 - As an Agent I want to hide the accept chat button when autoaccept is enabled​

Symptom: Error in gadget is displayed when offered chat is accepted 

Conditions: Autoaccept is configured, Agent with slow connection sees and clicks on accept button when chat is offered

Workaround: N/A

Further Problem Description: N/A

FIN-14369 - Speeddial tooltip does not have functional scrollbar​

Symptom: Speeddial numbers tooltip does not have a functional scrollbar

Conditions: Small heighted softphone + several speed dial entries

Workaround: Make gadget bigger

Further Problem Description: Tooltip does not have height, hence browser does not display functional scrollbar

FIN-14460 - Calabrio Cloud: new field introduced in Winter '24 SF release breaks Named Credentials implementation​

Symptom: "Named Credentials not reachable" error is thrown

Conditions: Package is installed in a non-namespace org, Named Credential and External Credential records created as per docs and permissions given correctly

Workaround: N/A

Further Problem Description: N/A

FIN-14831 - Omnichannel chat task cannot be accepted when a voice call is active​

Symptom: Agent cannot accept Omnichannel chat task

Conditions: Omnichannel Status changed to a state without chat before accepting the Omnichannel chat task.

Workaround: N/A

Further Problem Description: Salesforce Omnichannel declines offered chat tasks when changing to an Omnichannel presence state without chat channel, but does not send an event via Console Integration Toolkit.

FIN-14881 - Routing Adapter cannot be installed as service​

Symptom: Installation of the the Windows Service for RA fails.

Conditions: When installing the service as new

Workaround: Create the Windows Service with an older RA or with the windows sc.exe (ref)

Further Problem Description:

FIN-13227 - Keeping the Shared ACD line device selection screen when receiving a token SSO update, shows error​

Symptom: Error message displayed

Conditions: Shared ACD line and Device Selection dropdown active. Start the login with SSO and wait with the dropdown.

Workaround: N/A

Further Problem Description: N/A

FIN-14214 - If "Support Chat Button State" is set to true, Omni Presence does not change back to available when chat ends​

Symptom: Omni Presence does not change back to available when chat ends. Omni Presence only changes to Available when all chats have ended

Conditions: "Support Chat Button State" is set to true, Cisco UQ routed changes

Workaround: End all chats

Further Problem Description: N/A

FIN-14431 - Calabrio Cloud: authentication error message is mistakenly displayed in console when no recording is found and authentication is successful​

Symptom: Authentication error is displayed in browser console when an already completed recording url is successfully retrieved from server.

Conditions: Calabrio Cloud Recording Toolbar added to gadget, successfully connects to Server, Agent calls don't generate valid recording urls (old, already completed are returned instead)

Workaround: N/A

Further Problem Description: N/A

FIN-14614 - Could not login error displayed in gadget when hoteling user is not properly configured in b+s config app​

Symptom: "Could not login" error message displayed

Conditions: Hoteling user configured in Calabrio, Login Required configured in b+s, empty User ID Field and User ID Appendix

Workaround: Save valid data in configuration

Further Problem Description: N/A

FIN-14615 - vfRemoteException shown in console when User ID Field is wrongly configured​

Symptom: Exception triggered in console

Conditions: Hoteling user is enabled and Salesforce User ID field in Recording Toolbar configuration section in b+s Configuration record page does not exist or is empty.

Workaround: N/A

Further Problem Description: N/A

FIN-14616 - Misleading empty user id message​

Symptom: Login of user on Recording Platform fails with error "UserId is empty"

Conditions: UserId field in b+s Configuration record (Recording Toolbar settings) is left empty

Workaround: Specify a valid value in the UserId field

Further Problem Description: N/A

FIN-9111 - Not Ready Multibutton in Wrap-Up selects NotReady Code by Label and not by ID​

Symptom: NotReady codes with same labels do always select first occurrence of the label

Conditions: Two NotReady reasons with same label

Workaround: Do not label two different NotReady reasons with the same value

Further Problem Description: N/A

FIN-9649 - An Agent should not be allowed to remove the Wrap-Up reason for a call​

Symptom: The agent can remove a selected wrap-up reason entirely which is not possible on the Finesse agent desktop.

Conditions: Any wrap-up option selected on agent desk settings

Workaround: N/A

Further Problem Description: This leads to the possibility of the agent circumventing the wrap-up data required guideline of the agent desk settings.

FIN-13295 - Wrapup required with data + no wrapup reasons do not remove the item when the call is ended​

Symptom: Call item does not get removed from the softphone

Conditions: Ended call, Wrap-Up required with data and no Wrap-Up reasons configured

Workaround: Configure Wrap-Up reasons, assign them to the agent, or change the Agent Desk Settings to remove Wrap-Up required

Further Problem Description: N/A

FIN-13636 - Drop-down list to select Visualforce page for the custom toolbar is not ordered.​

Symptom: Drop-down list to select Visualforce page for the custom toolbar is not ordered, therefore it is difficult to find the page required

Conditions: b+s Configuration record in edit mode, section "Custom toolbars" expanded, add a new Custom toolbar row

Workaround: Enter name or part of the name of the Visualforce page into drop-down text field to filter list

Further Problem Description: N/A

FIN-13788 - Presence statuses can be removed from Omni deployment when in view mode​

Symptom: Presence statuses can be removed by clicking on the X in the pill.

Conditions: b+s Configuration record in view mode, deployment type Omni-Channel selected

Workaround: N/A

Further Problem Description: N/A

FIN-14134 - Link to Configuration Keys in Documentation Upgrade Guide is broken​

Symptom: "Page Not Found" error displayed after clicking the "Configuration key" link provided

Conditions: Open page "For CRM Admins Upgrade" in documentation

Workaround: N/A

Further Problem Description: N/A

FIN-14135 - More than two MRD channels can be added in ExtMRI Config App​

Symptom: More than two MRD channels can be added in ExtMRI Config App

Conditions: At least two channels are already configured

Workaround: N/A

Further Problem Description: N/A

FIN-14140 - Online service presence status of pre-configured channel is removed ExtMRI Config App if 2nd channel is added​

Symptom: Online service presence status of pre-configured channel is removed from ExtMRI section of the b+s Configuration page if and additional channel is added

Conditions:

One channel is already configured, open b+s Configuration record in edit mode, add an additional channel

Workaround: N/A

Further Problem Description: N/A

FIN-14972 - When searching for contacts for a Consultation Call or a Direct Transfer, Directory Search returns wrong results​

Symptom: Directory search for Consultation Call or Direct Transfer shows unwanted results

Conditions: Consultation Call or Direct Transfer portlet is open

Workaround: N/A

Further Problem Description: N/A

FIN-14994 - As a support agent, I want to see Cnx Settings when receiving a log file via download function​

Symptom: Missing cnx settings in log file.

Conditions: Using the download log file function inside the gadget.

Workaround: Refresh the gadget and download.

Further Problem Description: N/A

FIN-15170 - Calabrio toolbar shows "insufficient privileges" error page​

Symptom: Calabrio toolbar shows "insufficient privileges" error page

Conditions: User does not have View Setup and Configuration setting in profile

Workaround: (NOT RECOMMENDED) Add the View Setup and Configuration setting to the user profile

Further Problem Description: N/A

FIN-15208 - Decline reasons feature does not trigger the decline action to Salesforce​

Symptom: Decline reasons feature does not send the decline action to Salesforce

Conditions: Omni Federation configured with decline reasons, when declining the task

Workaround: N/A

Further Problem Description: N/A